Customer Relationship

Even though Air France and KLM are two brands within the same company, they took radically different approaches to using social media during the unprecedented ash crisis in Europe. While KLM embrac[...]

Dissatisfied customers can send businesses to their knees on the internet with hate pages that reaches the top of search results on Google. A simple blog is everything it takes. Fashion Ministry ("[...]

In a world where consumer and peer reviews are available via social media, positive customer experiences become amplified and produce word-of-mouth referrals. On the flip side, negative customer exper[...]